Which? reveals best and worst online shops according to consumer survey
Consumer group Which? has revealed the results of a survey into consumer views on online shops.
Which? surveyed 10,000 consumers about their experiences of shopping online, asking which offered the best prices and most reliable delivery.
The best online shops offer competitive prices and a seamless experience, while others need to up their game to avoid letting customers down.”
— Richard Headland, Editor at Which?
Consumers were asked if they were satisfied with their experience of a website and if they would recommend them to a friend. Each retailer was given a percentage score out of a possible 100.
AllBeauty.com was the most popular e-commerce site, with scoring 87% for customer service. Consumers reported great prices and quick delivery when rating the site.
LizEarle.com, which was joint winner with AO.com last year, came in third place behind the household goods vendor with a rating of 85%. Customers rated the skin care brand’s product availability and “beautifully wrapped” packages.
Beauty retailers performed well across the shortlist, with JohnLewis.com reaching fifth place with 84%, just ahead of FeelUnique.com with 83%.
Other popular sites were Fragrance Direct, which came in joint seventh place at 81%. In joint tenth place, BeautyBay.com and lush.com scored 80%.
The least popular retail sites included missguided.com and sainsburys.co.uk which both scored 68%.
Richard Headland, Editor at Which?, commented: “With more and more of us shopping online, especially in the run-up to Christmas, it seems there’s still a big gap between the best and worst retailers if you’re looking for choice, value and convenience.”
He added: “The best online shops offer competitive prices and a seamless experience, while others need to up their game to avoid letting customers down.”